Refund & Returns Policy

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SM Shop Mart
Last updated: April 2026

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1. Overview

SM Shop Mart aims to provide quality grocery items, household products, and everyday essentials to our customers. This Refund & Returns Policy explains your rights and our obligations under the Consumer Guarantees Act 1993 (New Zealand) and other applicable New Zealand consumer laws.

By placing an order with SM Shop Mart, you agree to the terms outlined below.

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2. Change of Mind

Due to the nature of grocery and household items, we generally do not offer refunds or returns for change of mind.

However, exceptions may be considered at our discretion depending on the product condition and circumstances.

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3. Damaged, Faulty, or Incorrect Items

If you receive an item that is:

• Damaged

• Faulty

• Incorrect

• Missing from your order

Please contact us within 24 hours of delivery.

Where applicable, we will:

• Replace the item, or

• Provide a refund, or

• Offer store credit

in accordance with the Consumer Guarantees Act 1993.

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4. Perishable Goods

Perishable items such as fresh groceries are not eligible for return unless they are faulty, damaged, or unsafe to consume at the time of delivery.

If there is an issue with perishable goods, please notify us within 24 hours of delivery.

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5. Order Cancellations

Orders may be cancelled before processing begins.

Once an order has been processed or items have been purchased from suppliers on your behalf, cancellation may not be possible.

If cancellation is approved, a refund will be issued using the original payment method.

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6. Refund Processing Time

Approved refunds are processed within 3–7 business days.

Actual processing times may vary depending on your payment provider.

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7. Non-Returnable Items

The following items are generally non-returnable unless faulty:

• Perishable goods

• Opened consumables

• Personal care products

• Clearance or special-order items

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8. Proof of Purchase

To request a refund or replacement, customers must provide:

• Order confirmation

• Receipt or proof of purchase

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9. Consumer Guarantees Act Rights

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

If a product fails to meet consumer guarantees, you are entitled to a remedy under New Zealand law.

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10. Contact Us

If you have questions about refunds or returns, please contact:

SM Shop Mart
Email: shopnow@smshopmart.shop
Waikato, New Zealand